Ensuring excellent Customer Service is at the forefront of your business.

This qualification has been designed to meet both employer and individual demand for learners to meet the knowledge and competences outlined in the Customer Service Practitioner Apprenticeship standard. These include:

  • understanding the customer
  • understanding the organisation
  • self-management
  • supporting the customer focused experience and
  • communicating with customers.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

The primary target group for this qualification would be all Apprentices who are enrolled on a Customer Service Practitioner standard. As a ‘stand-alone’ qualification, however, it would also appeal to learners in any sector that involved customer services responsibilities, such as, but not limited to:

  • Call centre operative
  • Shop assistant
  • Hair salon assistant
  • Bank assistant

and people looking for CPD for recognition or to advance their career.

Qualification Level: 2 and 3

Who is it for?
Customer service assistants, customer facing staff, team leaders
People in a wide range of roles, supporting customers before, during and after purchase. They will be seeking to understand and engage with customers, manage their own personal development, understanding employer organisations and how to communicate effectively.
Entry requirements: Employed status and experience in role.



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